As a part of Customer Support, the Team Lead is assigned a team of twelve Support agents, who are dedicated to the task of quickly triaging, resolving, or escalating incidents to the next level of Support.
Team Leads are expected to mentor and coach their team, conduct performance reviews, hold career discussions, and work incoming volume as needed.
Team Leads will also ensure their team members are meeting departmental Key Performance Indicators and metrics, and use quality management processes to develop their team members.
In general, Customer support provides a range of services to assist customers in making correct use of Blackbaud's software, which includes troubleshooting reported incidents or answering questions about software functionality and its application.
At more advanced levels, Customer Support handles escalated issues, such as software defects or complex software functionality questions.
Additionally, at advanced levels, Customer Support works closely with Sustained Engineering, who investigates and resolves code-related issues, and also with Product Management to facilitate the readiness of Customer Support to support new features and releases.
The Team Lead has responsibilities to : Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates.
This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team Be available to assist their team as needed with case escalations, customer escalations, and process / workflow guidance Directly work escalated tickets and normal incoming volume, particularly on days where peak volume / peak seasons necessitate In general, Customer Support has the overall responsibilities to : Respond to new tickets with an initial response and attempt to resolve on the first contact Gather necessary information to advance the case to higher-skilled support personnel when necessary Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations Stay informed on product changes and rapidly learn information about product functionality changes Education and Experience : English proficiency B2+ and above High School Degree required University studies (preferred) Proven experience managing teams (15 to 20 employees), 3 years or more.
Previous technical troubleshooting experience preferred Soft Skills and Competencies : Demonstrated ability to be diplomatic, and tactful in dealing with diverse people Demonstrated ability to rapidly learn new concepts and ideas Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving Demonstrated ability to act as a calming and settling influence in tense situations.
Is looked to by others for directions and guidance Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others Demonstrated ability to create effective strategies for complex cross-organizational projects Demonstrated ability to work effectively in situations characterized by continual change Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions Demonstrated ability to anticipate obstacles or problems.
Takes timely steps to minimize impact on intended results Demonstrated ability to create long term strategies that anticipate customer needs / expectations Why you'll want to come work here : Our benefits are unmatched.
Not only do we offer competitive salaries, 4 weeks paid time off, tuition reimbursement, and 401K match, we also provide endless community involvement opportunities to encourage our employees to give back, through our CSR programs like gift matching and volunteer for vacation.
Blackbaud has been named to Forbes America's Best Employers for Diversity 2019, Forbes America’s Best Midsize Employer 2019, and AnitaB.
org's Top Companies for Women Technologists 2018, we are rapidly growing and offer incredible opportunity for career advancement! We understand that people thrive in a culture focused on teamwork and purpose.
North America, Australia, the United Kingdom and Costa Rica. We have proven that we are one of the best technology companies to work for.
Blackbaud has been ranked Best Technology Company in Charleston, SC for the fourth year in a row, and ranked by BuiltIn Austin as one of the Best Places to Work in Austin, TX.
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
To all recruitment agencies : We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.